Service Desk Coordinator

Service Desk Coordinator – Temporary 7 months

Are you skilled in managing incident and service requests with a focus on delivering customer service?

Do you thrive in dynamic environments where your advanced IT skills can make a significant impact?
Are you driven by the opportunity to propose and implement improvements in technical service management processes?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centres. The successful candidate must be within commuting distance to a regional centre to attend if required and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.

The Role

NHS 24 Information Communications and Technology (IC&T) is responsible for delivering and supporting the technology systems used across the organisation, some of which integrate with national systems enabling NHS 24 to provide quality health advice and care across Scotland. The service desk coordinator is responsible for resolving staff and costumer technological questions that need technical support by troubleshooting network hardware and software problems.

Hours 24 hours.

Shift pattern: 19:45 to 08:15 Nightshift Weekend (Sat/Sun)

Key Responsibilities

• Processing incident and service requests initiated by customers using either the self-service portal, email, or telephone
• Administration of communication in and out of the ICT Service Desk team and will involve attendance at both internal and external meetings in the capacity of meeting support.
• Develop and ensure procedures are in place for the accurate, effective and efficient management of the service management information.
• Propose and implement changes to working administrative practices and procedures to the ICT Service Desk Manager highlighting potential changes/improvements to existing processes and procedures directly linked to technical service management/management information.
• Preparing and co-ordinating meetings (internal and external), organising audio and visual requirements, recording, producing and distributing minutes and tracking follow-up actions to completion, to ensure the effective operation of these groups as required.
• Competently design, develop and maintain adequate databases and plans using computerised systems in order to provide up to date, relevant and accurate information for all parties involved
• Many other duties, please see the Job Pack for more information.

Successful Applicant will:

• Have experience working within an administrative role, preferable within a health-related environment
• Demonstrate advanced IT skills, particularly in MS Office packages
• Be experienced in inputting information into a wide range of databases
• Ability to work autonomously or as a fully supportive and integrated team player contributing to effective performance in achieving strategic goals for the Department
• Possess the ability to work autonomously or as a fully supportive and integrated team player, contributing to effective performance in achieving strategic goals for the department

Benefits

NHS 24 offers a complete benefits package, with a temporary contract on Band 3 £26,869 – £28,998 Per Annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity well as the Digital Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK website here. 

Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored BEFORE submitting your application form.